Loyalty Management

“You People!” - Measuring the Impact of Emotion on Customer Loyalty

We’ve all said it. Maybe you’ve even had the same words hurled at you. “You people!” This phrase speaks volumes about how a customer feels about your product or service, and it doesn’t mean you’re doing a great job either.

It turns out that how you make a customer feel is even more important than what you did because of a simple fact: customers remember the emotions they experienced when they had an issue, rather than the process to resolve....

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